here’s the default reply when a ticket is created. there are some instances that the customer cannot see the reply of the agent because it was set to internal by default. is there a way that the default reply is set to public?
In general the default visibility of notes can be changed on any ticket (globally).
See: https://admin-docs.zammad.org/en/latest/misc/composer.html
Please note that the screenshoted UI part is not an answer to your customer in a classical way. By default your customer will not receive any information via E-Mail.
Either use the reply button or create a trigger if needed.
More information on triggers can be found here:
https://admin-docs.zammad.org/en/latest/manage/trigger.html
Hello,
Thanks for the prompt response. Our GUI doesn’t show the composer settings. is there a way on how to show the composer settings?
Please have a look at the linked documentation page.
You’re missing administrative rights, so you can’t change this.
It’s a global setting that affects all users.
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